Developer Technical Support

            

 

Role description:    Developer Technical Support

Department:    Technical
Reports To:       Developer Support Team Lead

Role Purpose

The Developer Technical Support role is responsible for providing hands-on technical support for the organisation's applications, systems, integrations and platforms.

The role investigates and resolves technical incidents and service requests, assists with system monitoring and troubleshooting, and works closely with Development, QA, DevOps, Product and operational teams to ensure technical issues are resolved efficiently and permanently.

The role is an important link between Technology and the wider business, ensuring that technical problems are understood, appropriately escalated and resolved with minimal impact on business operations and customers.

Key Responsibilities

1. Technical Support

• Provide day-to-day technical support for applications, platforms and integrations.
• Investigate and resolve technical incidents and service requests.
• Diagnose application, API, integration, database and system issues.
• Provide technical assistance to internal teams and business users.
• Ensure support issues are accurately logged and updated in the relevant ticketing system.
• Escalate complex or high-risk issues to the Developer Support Team Lead or Development team.

 

2. Incident Management

• Respond to incidents according to agreed priorities and service levels.
• Investigate incidents and identify the underlying technical issue.
• Provide regular and accurate updates on the progress of incidents.
• Escalate critical incidents immediately where there is potential business or customer impact.
• Assist with post-incident reviews and contribute to identifying preventative actions.
• Ensure incidents are properly documented before closure.

 

3. Application & Platform Support

• Monitor the operational health and stability of supported applications.
• Investigate application errors and performance issues.
• Assist with troubleshooting system failures.
• Support application configuration and environment-related issues.
• Identify potential risks before they result in significant business disruption.
• Assist Development and DevOps with production issues where required.

 

4. API, Integration & Database Support

• Investigate API failures and integration issues.
• Assist with troubleshooting data flow between systems.
• Investigate database-related issues and anomalies.
• Support technical investigations involving third-party integrations.
• Work with Development and relevant technical teams to resolve integration defects.
• Identify recurring integration problems and escalate them for permanent resolution.

 

5. Service Request Management

• Process technical service requests within agreed SLAs.
• Assist with:
  • User access
  • Permission changes
  • System configuration
  • Environment setup
  • Device support
  • Software installations
  • Integration requests
• Ensure requests are correctly documented and closed.
• Escalate requests requiring elevated technical access or specialist intervention.

 

6. Monitoring & Proactive Support

• Monitor application and platform performance.
• Monitor system alerts and failures.
• Identify unusual system behaviour and potential incidents.
• Monitor scheduled jobs and batch processing where applicable.
• Proactively investigate issues before they impact customers or business operations.
• Escalate potential system risks to the Developer Support Team Lead.

 

7. Development & QA Collaboration

• Work closely with Development and QA teams to investigate technical issues.
• Reproduce reported defects where possible.
• Provide Development teams with clear technical information when escalating defects.
• Assist QA with technical investigations and testing where required.
• Support production releases and deployments.
• Participate in troubleshooting during releases where appropriate.

 

8. Root Cause & Problem Solving

• Investigate recurring technical issues.
• Perform initial root-cause analysis.
• Identify patterns in incidents and support requests.
• Recommend improvements to prevent recurring issues.
• Escalate recurring defects to Development.
• Contribute to permanent technical solutions rather than relying on repeated workarounds.

 

9. Documentation & Knowledge Management

• Maintain accurate technical support documentation.
• Create and update troubleshooting guides.
• Contribute to knowledge base articles.
• Maintain relevant support procedures and runbooks.
• Document solutions to recurring technical problems.
• Share technical knowledge with the wider support team.

 

10. Continuous Improvement & Automation

• Identify repetitive technical support activities that could be automated.
• Recommend improvements to support processes.
• Look for opportunities to reduce manual intervention.
• Contribute ideas that improve system reliability and customer experience.
• Identify opportunities to improve first-contact resolution.
• Participate in technical improvement initiatives.

 

11. AI-Enabled Technical Support

• Utilise approved AI tools appropriately to improve technical investigation, troubleshooting, documentation, coding support and problem-solving.
• Use AI to improve efficiency while maintaining appropriate human review and technical standards.
• Identify opportunities where AI can automate repetitive support activities.
• Share useful AI-supported techniques and solutions with the wider technical team.
• Ensure confidential, customer and company information is handled appropriately when using AI tools.

 

Knowledge & Experience

Qualifications

• Diploma or Degree in Information Technology, Computer Science or related discipline.
• Relevant technical certifications advantageous.
• ITIL Foundation advantageous.
• Cloud, Microsoft or Linux certifications advantageous.

Experience

• 2–4 years' experience in Technical Support, Application Support, Software Support or a related technical environment.
• Experience troubleshooting software applications and technical systems.
• Experience working with APIs, databases and system integrations.
• Experience with ticketing systems such as Jira Service Management or Zendesk.
• Experience working alongside Development and QA teams.
• Experience in SaaS, FinTech or a technology-driven environment advantageous.

 

Requirements:

Standby and Working Hours

The role requires participation in a standby rotation outside of normal working hours, from 17:00 to 07:00 on weekdays, as well as over weekends. Standby will be allocated on a rotational basis, approximately once every five weeks.

During standby, the employee will be required to respond to and attend to any issues that arise and provide the necessary feedback or reporting on the resolution of the issue.

As part of this rotation, Saturday working hours are 08:00 to 12:00 and form part of the employee’s normal working hours.